Most library workers are not trained librarians. The people you are most likely to meet on the floor are pages, who re-shelve books and so on. Often, high school students working part-time. We try to give them some training in helping patrons, but the turn-over is high.

As an aside, reference librarians are disappearing fast because people have quit asking reference questions, I assume because Internet resources are so good now. We have a reference librarian in only one of our nine branches, and that one multi-tasks. If the trend does not change, I expect we will soon start referring reference questions to a state reference librarian or something like that.

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